Library Customer Service Videos

Volume I

75 min. 1988 1/2" VHS

This program includes highlights from most in-demand CareerTrack's topics including: assertiveness training, stress management, how to get results with people, power communication skills, presentations that win approval and business writing skills.

Volume II

75 min. 1989 1/2" VHS

Presents highlights from CareerTrack's seminars including: business writing, how to delegate work and ensure it's done right, getting things done and team building.

Volume III

80 min. 1991 1/2" VHS

This volume contains highlights from the following seminars: confident public speaking, how to give exceptional customer services, professional telephone skills and how to listen powerfully.

18 min. 2007 DVD

This program appeals to a wide audience since identity thieves do not limit their victims to specific age group. In this program you will learn how to assess your risk of becoming a victim, witness tactics used by identity thieves and learn five basic prevention tips.

12 min. 1985 1/2" VHS

This video discusses the importance of customer service to any organization that offers the public a product or service. Also discussed are the four elements of good customer service.

26 min. 1994 1/2" VHS

This program discusses the three features of good customer service. The goal of a quality-centered company is to exceed customer expectations. Also discussed is how your actions convey important information about your company, its products, and its services; and your customer's actions supply critical information about his or her needs and expectations and about the quality of your company's performance.

15 min. 2001 1/2" VHS

There has been an explosion in the number of call centres and along with that, the number of abusive calls that come in. Angry and frustrated callers can sometimes become abusive or even threatening - making a stressful interaction for the person handling the call. This program discusses six skills for handling these difficult calls and how to give professional warnings before terminating a call. By learning to focus on resolution and outcome, you will hopefully be able to diffuse the anger in the customer before it gets out of hand.

14 min. 2001 1/2" VHS

Whether you are in customer service, work in a team, or manage people, counselling skills are increasingly recognized as vital for interpersonal effectiveness. Sales people often have to do counselling with upset clients. It can also be an important part of career transition. This video will review the three main skills of counselling that can apply in situations such as dealing with an upset client, personality clashes with the team, or career counselling as an individual. It will also teach you at which point you should stop and refer the individual to someone more experienced.

41 min. 2002 1/2" VHS

In this program Tom Peters reveals his secret to prospering in a world in which the corporation as we know it is not likely to survive the next 25 years. Design affects everything we create - products, services, processes, web sites, conversations and even careers. Its effect is rarely neutral. The purposeful thought - or lack of it - that we put into design is the difference between an experience that is easy, helpful, fun, inspiring or totally frustrating. In a world in which so many experiences are the same, great design is the key to creating an emotional connection that makes people crave what you do.

1989 1/2" VHS
Volume 1 - 77 min.
Volume 2 - 88 min.
Volume 3 - 104 min.

This program is designed to make people more effective with customers whether your organization deals with customers face-to-face or over the phone. The skills and ideas will make every customer contact more pleasurable and profitable, teach specific phrases and vocal techniques that build rapport with customers, win your customer's devotion, loyalty, and repeat business.

52 min. 1997 1/2" VHS

In this video, Tom Peters talks about what he feels is today's most important strategic asset. He provides his 15-step Circle of Innovation, a road map for getting from "Static Here" to "Innovate There."

23 min. 1996 1/2" VHS

In this program you will learn, with the assistance of comedian Ross Shafer as the narrator, the right and wrong way to deal with the following situations: Basic phone courtesy, Taking phone orders and upselling, and Handling angry customers. Great telephone customer service requires someone with a "helping attitude" and this video will show you how to make it happen.

29 min. 1995 1/2" VHS

A loyal customer base is the key to your future success. Join service experts Rick Tate and Gary Heil for a look t how your organization can build that loyalty, one customer at a time. Learn how a variety of successful business have restructured their organizations to revolutionize their service and delight their customers.

11 min. 1/2" VHS

Leadership is the driving force for companies wanting to deliver quality service. A good leader should be looking down the pipeline to see what will be happening in the future to ensure that customer service is consistently delivered. The manager should be doing the day-to-day management of the staff, which includes communication, motivation, debriefing and analyzing. Management should also act in the same manner that they expect everyone else to act. To have quality service, you should have a vision and a direction for the company, you should communicate it, and be consistent.

1989 1/2" VHS
Volume 1 - 89 min.
Volume 2 - 91 min.

In this series, a telephone consultant demonstrates how to handle angry callers, confused callers, impatient callers, non-English-speaking callers - all callers - with tact, professionalism and composure.

29 min. 1995 1/2" VHS

Take a look at how your organization can build customer loyalty. Learn how a variety of successful businesses have restructured their organizations to revolutionize their service to the delight of their customers.

23 min. 1999 DVD

Truly great customer service professionals know that to deliver remarkable customer service you have to be: Connected, Attentive, Responsible and enthusiastic. From greeting customers and gracefully managing several at once, to handling dissatisfied customers and keeping a fresh outlook at all times, this program emphasizes personal accountability as it teaches your employees to actively improve their customer service skills.

4 min. 2002 1/2" VHS

This program will enlighten employees by letting them know that the only thing that really matters in customer service is what the customer thinks. They will be encouraged to deliver exceptional customer service and to always do the right thing. This program is a good session opener for customer service training.

25 min. 1992 1/2" VHS

This video talks directly to staff about the skills and strategies that will make their jobs more manageable and satisfying. Customers can be difficult, and this training package will eliminate much of the stress and frustration frontline staff encounter when dealing with the public.